Course Contents

ITIL Operational Support & Analysis

$968.00

The Capability stream is targeted at delegates who will carry out ITIL processes on a day to day basis.
The Operational Support and Analysis course covers principles and processes that allow delegates to create an efficient and effective support offering for live services.

    • Study online at your own pace
    • 90 or 150 days online access
    • Fully accredited
    • Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
    • Tutor support available via email
    • 10 Modules, divided into easy to absorb lessons
    • Study duration: 30 hours mandatory study, also 12 hours self-study with the Service Operation core volume is recommended

    Topics included…

    • Introduction to Operational Support and Analysis
    • OSA processes and functions:
      • Event Management
      • Incident Management
      • Request Fulfilment
      • Access Management
      • Problem Management
      • Service Desk
      • Technical Management
      • Application Management
      • IT Operations Management
    • Technology and implementation considerations
    • Preparing for the exam
    • Delegates must hold the ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
    • 30 hours of study via an accredited training solution – confirmed by your course completion certificate
    • 2 years IT experience is desirable
    • 12 hours of self-study using the Service Operation core volume is recommended
    • Exam duration: 90 minutes
    • Exam format: closed book, multiple choice
    • Exam delivery: online, webcam proctored.  Read about online exams here.
    • Exam pass mark: 70% (28/40 marks across 8 questions)
    • Exam language: extra time is available for non-native English speakers.  Contact us for current translation availability
    • Exam value: 4 ITIL credits
    • Exam vouchers must be requested within 6 months of purchase
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